Engineer

16 hours ago

Chennai, India Movate Full time

Warm greetings from Movate, Chennai

We are hiring for Network Engineer @Chennai_Ambit IT Park

Immediate Joiners can apply DOJ: 23rd Dec 2024

Inbox your resumes to

Role: Engineer

Location: Chennai (Ambit IT Park)

Min 6 months of experience in Tech Support or Voice process

Mandatory : CCNA either Trained/Certified

Shifts: Flexible to work in Night Shifts

GRADUATION IS MANDATORY

Primary SkillS:

  1. Good Understanding of OSI Layers
  2. Good Understanding of Routers and Switches
  3. Good Knowledge about DHCP (DORA Process), DNS, TCP/ IP, IP Address
  4. Types and Classes of IP Address, Subnet
  5. Basic troubleshooting steps for Internet issues
  6. Excellent Communication - for voice, email
  7. Must be a graduate
  8. Should be willing to work in rotational shift based on the business requirement (US, UK, APAC & IST time-zones) Must have good customer handling skills with the ability to learn networking concepts

Job Responsibility :

The Customer support representative will be responsible for identifying the issue with the customers and routing them to the available engineer, when necessary. They will create, manage tickets for the issues that the customer contacts. They will act as the first point of contact before the customer reached the TAC. Their job will also involve creation of licenses and support accounts to the client’s worldwide.

The team will also ensure customer satisfaction / experience is and stays a priority. Manage high visibility exceptions and can work with cross - functional teams to provide best solutions.

  1. Creation of World Wide Return Materials Authorization
  2. Ensuring all Premium Service orders are completed in a timely manner
  3. Working and managing 3 Party Vendors around shipments, deliveries and returns
  4. Resolve any RMA issues from the customer or Level 1,2&3 Technical Centers
  5. Provide tracking and Status updates on all 4 hour calls submitted to the Technical Centers
  6. Updating the Siebel Database to document customer cases
  7. Notification to customer’s product shipments
  8. Escalating RMAs for additional support in a timely manner
  9. Manage caseloads in a timely manner to closure
  10. Provide customers with support for return products
  11. Follow all guidelines for processing RMAs for customers without contracts
  12. Providing software download access to customers by processing Web Login requests
  13. Providing license to customers for software updates
  14. Manage high visibility exceptions and can work with cross-functional teams to provide best solutions
  15. Customer Service Representatives will work on a World Wide schedule covering 24x5x365 with a rotating schedule
  16. Handle cases for confirmation of hardware failure and proceed with RMA
  17. Provide first level technical assistance on cases to rule out hardware errors.

Thanks,

Deepu

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